Deputy Director, Property Tax Customer Service

Job Description

IMPORTANT NOTE: CANDIDATES MUST BE A DOF EMPLOYEE SERVING PERMANENTLY IN THE ADMINISTRATIVE MANAGER CIVIL SERVICE TITLE OR ARE REACHABLE ON THE CURRENT ADMINISTRATIVE MANAGER PROMOTIONAL EXAM NO. 1552.

PLEASE INCLUDE YOUR EMPLOYEE IDENTIFICATION NUMBER (EIN) WHEN APPLYING AND INDICATE IN YOUR COVER LETTER YOUR PERMANENT CIVIL SERVICE TITLE OR INDICATE YOUR LIST NO. FOR EXAM NO. 1552.

NYC Department of Finance (DOF) is responsible for administering the tax revenue laws of the city fairly, efficiently, and transparently to instill public confidence and encourage compliance while providing exceptional customer service.

DOF's Treasury and Payment Services Division is responsible for overseeing all City payment websites, the payment processing of tax returns, property recording forms, parking violation programs, and the collection of delinquent accounts, and oversees the agency’s management of the City’s cash balances and its relationships with banking institutions. Treasury and Payment Services is also responsible for collecting outstanding violations issued by City agencies and adjudicated by the Environmental Control Board.

Payments, Billing, and Refunds is responsible for processing payments for property taxes and property-related charges, business and excise taxes, and parking and camera violations. The division is responsible for communicating amounts due, maintaining the quality of departmental records, and providing customer service to individuals seeking information on making payments or receiving refunds. Payments, Billing, and Refunds perform account adjustments and respond to refund inquiries from the public.

The Property Tax Customer Service Unit is responsible for answering property tax related inquiries submitted via CRM, 311, email, letters sent to DOF and sent to lockbox vendor, taking payments by phone, assisting taxpayers with online payment platforms CityPay and NYCePay.

Treasury and Payment Services is seeking a Deputy Director to oversee the Property Tax Customer Service unit. Reporting to the Director of Property Tax Operations, the selected candidate’s duties and responsibilities will include but are not limited to the following:

- Oversee the daily operations of the Property Tax Customer Service Unit to ensure efficient, accurate, and timely delivery.
- Supervise and manage staff members engaged in property tax operations, customer service, payment plan administration, quality assurance, and related support functions.
- Provide leadership, direction, training, coaching, and performance management to assigned staff.
- Direct and coordinate taxpayer support activities related to property tax billing, delinquency inquiries, payment plans, statement of account requests, and enforcement-related programs.
- Oversee administration of property tax payment plan programs, ensuring compliance with departmental policies and procedures.
- Oversee the consolidated Quality Assurance (QA), Statement of Account (SOA), and Property Tax Lockbox functions to ensure operational accuracy, consistency, and accountability.
- Develop, implement, and monitor operational procedures, workflow standards, and internal controls to improve efficiency and customer service outcomes.
- Review operational metrics, workload trends, and service levels to identify process improvement opportunities and recommend operational enhancements.
- Serve as an escalation point for complex taxpayer issues, customer service concerns, and operational matters requiring managerial review.
- Coordinate with executive leadership and internal departments to support departmental initiatives, operational planning, and policy implementation.
- Prepares reports, analyzes operational data, and provides recommendations related to staffing, workflow management, and service delivery improvements.
- Ensures compliance with applicable City policies, departmental procedures, and operational standards.
- Assists with strategic planning and resource allocation to address increasing operational demands and service needs.
- Support the development and maintenance of a centralized management structure for property tax operational functions.
- Perform related duties and special projects as assigned by Director and Assistant Commissioner.
- Act as the primary liaison between Property Tax Operations and Legal and FIT divisions to resolve systemic defects, clarify regulatory interpretations, and expedite the implementation of legislative changes affecting taxpayer accounts.
- Develop and maintain operational plans to manage extreme spikes in taxpayer volume during peak tax cycles, lien sale, or other events, ensuring service level agreements (SLAs) are maintained.
- Develop and maintain a robust internal audit framework to detect anomalies in payment plan applications and taxpayer account adjustments, ensuring the integrity of financial data and mitigating the risk of administrative or system errors.

Additional Information:

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.

This position may be eligible for remote work up to 2 days per week, pursuant to the Remote Work Pilot Program agreed between the City and the Collective Bargaining Unit representing employees serving in the civil service title.

ADMINISTRATIVE MANAGER - 10025

Qualifications

1. A baccalaureate degree from an accredited college and four years of satisfactory, full-time progressively responsible clerical/administrative experience requiring independent decision-making concerning program management or planning, allocation for resources and the scheduling and assignment of work, 18 months of which must have been in an administrative, managerial, executive or supervisory capacity. The supervisory work must have been in the supervision of staff performing clerical/administrative work of more than moderate difficulty; or
2. An associate degree or 60 semester credits from an accredited college and five years of satisfactory, full-time progressively responsible experience as described in "1" above, 18 months of which must have been in an administrative, managerial, executive or supervisory capacity. The supervisory work must have been in the supervision of staff performing clerical/administrative work of more than moderate difficulty; or
3. A four-year high school diploma or its educational equivalent and six years of satisfactory, full-time progressively responsible experience as described in "1" above, 18 months of which must have been in an administrative, managerial, executive or supervisory capacity. The supervisory work must have been in the supervision of staff performing clerical/administrative work of more than moderate difficulty; or
4. Education and/or experience equivalent to "1", "2" or "3" above. However, all candidates must possess the 18 months of administrative, managerial, executive or supervisory experience as described in "1", "2" or "3" above. Education above the high school level may be substituted for the general clerical/administrative experience (but not for the administrative, managerial, executive or supervisory experience described in "1", "2" or "3" above) at a rate of 30 semester credits from an accredited college for 6 months of experience up to a maximum of 3½ years.

Additional Information

The City of New York is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy.